Customer Service Generalist, US - WST

Department: Customer Operations

Employment Type: Permanent - Full Time

Location: US - Boston

Reporting To: Lily Blanchet

Description

Your new company

A tech scale up with Big Plans...

When you join Exclaimer you will join a global award winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an exciting work culture.

Not Heard of us ?

We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 60,000 customers in 150 countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 300 employees worldwide.

You will be responsible for processing all incoming subscription management cases to our CRM quickly & efficiently adhering to the defined processes. Equally you are responsible for maintaining the CRM system to ensure it reflects accurate client data at all times; carrying out basic administrative tasks to support the wider Sales, Customer Success & the rest of your colleagues in Exclaimer Desk and Customer Teams. This role is responsible for providing exceptional customer service support to clients by efficiently managing customer inquiries.

Key Responsibilities

Case Management

• Respond promptly and professionally to customer inquiries received via cases
• Adhere to strict response time KPIs for all case interactions.
  
  

Billing & Subscription Management

• Manage billing changes, inquiries, and disputes related to customer accounts.
• Process subscription changes (cancellations, transfers, ownership changes).
• Manage billing changes for Resellers/Distributors.
  
  

Renewals Processing

• Preparing renewals quotations, usage reports as requested, and follow-up in auto notifications
• Provide our customers a seamless and positive renewal experience
• Identify any potential upgrade opportunities and share with Customer Success
  
  

Credit Control Support

• Collaborate with Credit Control to investigate invoice queries and outstanding payments.
• Assist in resolving invoice discrepancies and payment issues.
  
  

Credit Rebill Management

• Create and manage Credit Rebill requests on behalf of customers.
  
  

CRM Data Management

• Ensure CRM data accuracy by merging accounts, updating customer details, and maintaining accurate records of all customer interactions.
  
  

A min of 2 days in-office is expected (doing WST hours). This role will support the US - WST region.

Skills Knowledge and Expertise

• At least 2 years’ experience in Sales Admin/customer services role in an IT/SaaS environment.
• Intermediate to advanced skills in Excel, Word and Outlook
• Attention to detail and numerical accuracy
• Strong communication skills, written and verbal.
• Self-motivated team player with a ‘can-do’ attitude.
• Ability to manage competing priorities and deliver to deadlines.
• Experience with Salesforce CRM is advantageous.
  
  

Benefits

We offer you a challenging job in a growing and truly global international SaaS company with a competitive compensation structure. Ah, and you will be part of a fun and hardworking team:

• Hybrid working
• Healthcare
• Life insurance
• 6 weeks - work anywhere option per year
• Employee Assistance program
• Contributory retirement savings plan
• Opportunities for training & development
• Great team and culture
• Discounts portal
• Income protection Insurance
• Online GP services
  
  

Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.